Downloads |
Cisco® TelePresence Expert on Demand is a next-generation collaboration solution that can transform the way your organization delivers high-touch customer service and point-of-sale services. Integrating Cisco Unified Communications and Cisco Unified Contact Center, the solution takes advantage of the unique, immersive "in-person" experience of Cisco TelePresence so your organization can create customer experiences with unprecedented intimacy and differentiation far beyond traditional methods.
Cisco TelePresence Expert on Demand can help your organization transform your existing service business model and deliver tailored "on-demand" customer experiences. At the touch of a button, a service specialist or product expert is ready to provide an "in-person" service experience like never before. Cisco TelePresence Expert on Demand can help you increase customer-interface frequency and reduce service time to resolution. It also enables competitive differentiation -- cost-effectively. Following are some illustrations of how an organization can use Cisco TelePresence Expert on Demand to elevate customer satisfaction and increase profitability:
Banking Expert
Challenge: A national bank has a finite number of subject matter specialists on staff who go to a different branch office each day. Customers doing business at their local branch office cannot always receive personal onsite assistance, so they could experience lower levels of service -- and could likely seek assistance from a competing bank. Branch office-to-branch office travel is also exhausting for bank employees, and could contribute to potential job dissatisfaction.
Opportunity: The bank provides subject matter experts virtually on site at branch offices through Cisco TelePresence Expert on Demand, so they are available on demand and in person for customers.
Scenario: A customer at a local bank branch office has a specific insurance question requiring subject matter expertise, so the customer is invited to discuss the question through Cisco TelePresence. The customer presses the "Insurance" option on the IP phone on the desk (Figure 1), and is connected to an available expert. The expert appears instantly through Cisco TelePresence and can answer questions, help fill out forms, and guide the customer just as if the two were sitting at the same table. The life-size image, video clarity, and clear audio enable interaction between customer and expert. At the same time, the bank no longer misses the opportunity to earn the customer's business, while scaling valuable subject matter expertise.
Figure 1. Banking Expert
Retail Product Specialist
Challenge: A small set of customer representatives at a retail store are knowledgeable about a specific product area and can guide customers through purchase-making decisions. Depending on the availability of these few knowledgeable representatives, customers who are ready to purchase products and services may walk out of the store empty-handed. Constant employee turnover and high cost of training make retaining and replicating such specialized knowledge particularly difficult.
Opportunity: The retail store provides in-house subject matter expertise through Cisco TelePresence Expert on Demand to any customer at any store. Alternately, manufacturers may desire to provide expert knowledge. Through Cisco TelePresence Expert on Demand, a consumer can connect with a product expert from any participating manufacturer and be guided through the delicate purchase decision-making process.
After making the purchase decision, the consumer can be transferred to a store representative who then handles the purchase transaction. The integrated service provides shoppers with a smooth service and purchase experience, earning customer loyalty.
Hospitality Concierge
Challenge: A hospitality franchise would like to provide high-quality, consistent and timely concierge service to patrons anywhere. However, seasonal traveler volume fluctuation and regional traffic variances may make the cost of employing a full-time concierge at each location prohibitive.
Opportunity: The franchise can offer concierge services with Cisco TelePresence Expert on Demand (Figure 2). A group of seasoned concierges can offer friendly and timely "face-to-face" services to travelers in multiple locations, thereby maximizing services and scaling interactions as demand dictates.
Figure 2. Hospitality Concierge
Summary
These applications are just a few of the innovative ways Cisco TelePresence Expert on Demand can help an organization scale valuable resources and maintain a high level of customer engagement, thereby yielding increased customer satisfaction and loyalty. Cisco TelePresence Expert on Demand is particularly valuable when the success of the interaction depends on personal touch, relationship and trust, and the quality of the technology in making the interaction as natural as possible. Because Cisco TelePresence provides true high-definition, life-size images, CD-quality audio, and no perceivable latency, customers get the help they need on demand at the touch of a button, and have a great experience at the same time.
Service and Support
Critical to delivering the innovative Cisco TelePresence experience are integrated lifecycle services from Cisco and Certified Partners. Designed specifically for multisite organizations, these services accelerate a successful Cisco TelePresence deployment.
For More Information
For more information about Cisco TelePresence High Touch, visit: http://www.cisco.com/go/telepresence or contact your local Cisco account representative or authorized Cisco partner.